Job Description
Our Client:
Our client is a provider of outsourcing services including business process outsourcing (BPO). They're actively looking to hire an Operations Lead/Manager to join their team in Singapore.
The Responsibilities:
* Determines Client Operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
* Develops Operations systems by developing customer interaction and voice response systems, and voice networks; utilizes planning and controlling implementations
* Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
* Accomplishes ad hoc resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
* Plans and strategizes activities to meet business units financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
* Prepares Operations performance reports by collecting, analyzing, and summarizing data and trends
* Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
* Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
* Manage multiple sites in the within the Company's region and responsible for each sites performance
* Close coordination with Company's Regional Operations team for the implementation of different regional activities and initiatives
The Requirements:
* Degree holder
* Work experience in the same or related role for at least 5 years
* Preferred exposure in the multinational BPO / Call Center industry for at least 10 years
* Practicing and working knowledge in contact center related functions, such as but not limited to, voice and non voice
* Able to do project management and project implementation for new sites and new projects
* Able to use lean Six Sigma or Six Sigma Concepts
* Able to create a quality management system
* Able to create a talent development plan
* Able to conduct Business Process Reengineering or at least to find issues in business processes and provide recommendations
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.